The Public Relations Office is responsible for collecting and managing complaints, reports and suggestions submitted by students regarding their degree programme.
Students on their First- and/or Second-Cycle degree programmmes may contribute to improving the services provided within their degree programme by sending suggestions (a proposal for improvement), reports (signalling a possible critical issue) and/or complaints (dissatisfaction with the service provided).
How?
They can submit their requests via the HELPDESK Portal.
Students shall specify their degree programme and select the most appropriate item as ‘Reason for request’:
- URP/ RELAZIONI CON IL PUBBLICO/ RECLAMO CORSO DI STUDI/ STUDENTE (i.e. URP/PUBLIC RELATIONS/COMPLAINT – DEGREE PROGRAMME /STUDENT)
- URP/ RELAZIONI CON IL PUBBLICO/ SEGNALAZIONE CORSO DI STUDI/ STUDENTE (i.e. URP/PUBLIC RELATIONS/REPORT – DEGREE PROGRAMME /STUDENT)
- URP/ RELAZIONI CON IL PUBBLICO/ SUGGERIMENTO CORSO DI STUDI/ STUDENTE (i.e. URP/PUBLIC RELATIONS/SUGGESTION – DEGREE PROGRAMME /STUDENT)
Reports, complaints and suggestions may relate to the following areas:
Respect for the person; homogeneous behaviour and fairness; professional correctness; other.
Timetables, procedures, access and administrative procedures; adequate and complete signs in the facilities; adequate and complete information on the website; readable and understandable forms; other.
Size of classrooms, laboratories, study rooms; timetable/classroom management; access times to libraries and any other communal areas; location of offices and services; architectural barriers; safety and maintenance of equipment; other.
Availability of lecturers; carrying out examinations and assessment procedures; lecture and examination calendars; online procedures (examination sign-up, recognition of cfu – university credits, fee waivers); other.
IMPORTANT: Reports and complaints are used to report any critical issues, inconveniences or suggestions concerning the Degree Programme and its organisation. They are not used to report problems related to personal career or to request information.
Receipt/management and closure of requests
The Public Relations Office is responsible for implementing the procedure. It receives the request and forwards it to the Head of the Office concerned and/or to the Coordinator of the Degree Programme and/or Head of the Department offering the degree programme concerned. Based on the resolutions received, it closes the request by replying to the ticket within 5 working days. Where this deadline cannot be met, the final response will be given within a maximum of 30 days from receipt of request, with the consequent closure of the request.
Report of complaints, reports and suggestions received
The U.R.P. (Public Relations Office) shall also draw up a report of complaints, reports and suggestions received to be forwarded to each degree programme. This is aimed to carry out comparative and in-depth analyses and to bring about improved solutions to the critical issues encountered.
The collection and management of students’ complaints regarding the degree programmes is part of the University's quality assurance system̀ with reference to its teaching mission. It also represents a further fundamental tool to support the review and ongoing improvement of degree programmes, as also provided for by the new periodic accreditation model of university campuses and degree programmes – AVA 3 and by the provisions of Ministerial Decree 1154/2021.